Slack Automation

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Project Details

  • Project Duration: 2-4 Weeks
  • Project Type: Internal Automation Tool
  • Company: Wolt (Global Scale)
  • Target Audience: IT and HR Agents
  • Tools Used:
    • Make.com
    • Slack API
    • Freshservice API
    • Node.js
    • Express.js
    • Render.com

About The Project

This Slack Automation was created to streamline IT support workflows by helping agents efficiently convert direct Slack messages into Freshservice tickets. Instead of manually copying user messages and creating tickets, IT agents can now click a single "Create Ticket" button directly within Slack. Once submitted, the system automatically creates a Freshservice ticket where:
  • Agent who clicked create ticket is assigned as the ticket owner
  • The original Slack message becomes the body of the ticket
  • The user's email is set as the requester

    • This automation eliminates manual effort, ensures accountability, and improves response times—while maintaining a native Slack experience. It was built using Make.com, Slack API, Freshservice API, Node.js, Express.js, and deployed via Render.com. Designed for internal use at Wolt, it simplifies the support process without requiring any changes in user behavior.

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